Knowledge is the Foundation of Success

ComScore Inc. published a study called “Mobile Shopping Goes Mainstream” and the data is incredibly compelling. If you do not have a true, mobile-friendly website, you need to put that high on your to-do list for 2012. I wrote a separate blog about the importance of mobile websites for business-to-business companies, but this blog will concentrate on true ecommerce sites.

When I say “true, mobile-friendly website,” I don’t mean your regular website viewed on a smartphone, but actually optimized for the mobile user experience. Two-thirds of smartphone users performed shopping functions (including purchases, product comparisons, coupon searches, taking product pictures or retail location searches) in the month of September. (Another interesting statistic from this study is that 56% of people were in their home when purchasing, when they most likely had access to a desktop or laptop computer.)

Here’s why having a mobile optimized site so important (these statistics are from the 2011 Harris Interactive Mobile Transactions Survey, released in March of 2011): 63 percent of all online adults said that if they encountered a problem conducting a mobile transaction, they would be less likely to purchase from that company by any other purchase means. That means, if a potential customer’s mobile experience doesn’t work, you have lost them, not just for now but the future too. And four out of five of those that have had a problem will share it with others, either via in-person conversations or via a blog, Twitter, Facebook or other social media. Talk about viral marketing gone bad.

And from Compuware “What Users Want From Mobile”, 50% of users won’t return to a site where they’ve had difficulty and 40% have turned to a competitor’s site after a bad mobile experience. So not only is a bad mobile experience hurting a company now and in the future, but it’s actually beneficial to their competitors!

Mobile websites matter and that only will increase in the future. If you don’t have one, get one and sooner, rather than later. You can go to Google’s website www.howtogomo.com to see how your site stacks up, view best practices and some really compelling case studies.

Google Analytics and the Device segment in Google AdWords reports on mobile traffic to a website, and that number is increasing for all my clients, no matter the type. Also to note, in most cases, the bounce rate is significantly higher than desktop devices and the conversion rate is lower, which are not the statistics anyone wants.

You might be thinking that I’m only talking about BtoC or ecommerce sites, but that’s not the case. More and more business people are doing initial research on companies from their smartphones – maybe while sitting in a meeting or while at the airport.

When they get to your site, what’s their experience like? In a February 2011 Harris Interactive Mobile Transactions Survey, 4 out 5 users experienced a problem on a mobile website, and 85% of users expect the mobile experience to be better or equal to using a laptop or desktop experience. How does your site stack up?

– Is your site easy to read or is the text so small that the user has to pinch, expand and scroll?
– Is the search function easy to access?
– Is your phone number clearly shown?
– Does your site load quickly (less than 5 seconds)?
– Do you have flash content on your home page that doesn’t work on certain mobile devices?

That’s just the tip of the iceberg when it comes to a mobile experience. What’s the call to action on your website (making a purchase, filling out a lead form, calling your company, downloading a PDF)? How does that translate on a mobile device – can it even be done? I’m seeing significantly lower conversion rates for my clients on mobile devices, most likely meaning that the visitor couldn’t complete the action. Experience also has larger ramifications for a company: based on research from the Harris Interactive Study, 63% of online adults surveyed said that if they experienced an issue on a mobile website, they would be less likely to buy from that same company, even through a different purchase channel. And these statistics, from Compuware “What Users Want From Mobile” are even more staggering:

– 57% of users would not recommend a business with a bad mobile site
– 40% of users have turned to a competitor’s site after a bad mobile experience

Ouch. That’s bad news for a whole lot of companies out there. From a PPC standpoint, I actually stopped advertising to mobile devices on Google AdWords and MSN adCenter for some of my clients not seeing productive results due to their mobile user experience. Can you make your mobile results shine above your competition?

Google offers a pretty good tool to test how your site looks and operates on mobile devices. They also offer mobile site best practices, as well as case studies on other companies, including some pretty impressive before/after shots.

Make 2012 the year of your mobile friendly site. Your customers and bottom line will thank you.

The Google vs Apple Clash of the Titans continues with the mobile advertising industry buzzing about the new iAd platform. Steve Jobs stated in his iAd announcement that most mobile advertising “sucks” and that “on a mobile device, search is not where it’s at, not like on a desktop.”

I have to respectfully disagree wholeheartedly to Steve’s last statement. I use my Droid smartphone WAY more than my desktop or laptop – even when I am at home and the computers are easily accessible. It’s just more convenient to have the information right there at my fingertips to be able to sift through quickly. The amount of searches I perform for local restaurants, stores, coupons, song lyrics etc. from my smartphone is staggering (admittedly, I’m probably addicted to my phone more than the average user, but still…). I truly believe that Apple has no chance in overtaking Google in any advertising arena, even Mobile.

The iAd announcement will, however, hopefully prove to the FTC that Google’s acquisition of AdMob is not the monopoly maker they thought it would be. Google seems to love healthy competition and barely even flinched when Bing.com was born – they seem to realize that there is plenty of business to go around in the paid search world.

With mobile advertising anticipated to become a HUGE revenue producer in the next few years, who can blame Apple for wanting to capitalize and take their share of the pie? Industry numbers indicate that over $400 million was spent by mobile advertisers in 2009 and analysts predict that by 2013 that number is expected to nearly QUADRUPLE! This is definitely enough projected revenue for all the key players to make their fair share of profits and make their shareholders happy.

So, like I said in my last blog post…no one knows who will win this battle OR the raging war between Google AdWords and Apple iAd, but as long as people are using their PCs and mobile devices to search the internet – Google wins.